Service Advisor

Position: Service Advisor                               Reporting To: Store Manager

Location: Store                                              Department: Customer Service and Sales 

POSITION OBJECTIVES

Service Component:

Support profitable retail sales and service growth, by recommending product and services to customers in our various business segments, may include passenger tires, light truck tires, truck tires and wheels, retreads, wheel reconditioning, farm, off the road, industrial tires, tire foam filling and mechanical parts and services.

Through “continuous improvement” initiatives, improve our retail sales and service processes so we maintain/grow our focus on customer service. Ensure all Service Advisors are clearly focused on improving service levels and are focused on providing the best possible tire and automotive service in Ontario.

People Component:

To nurture and support the continual growth and development of the associate group as well as yourself to ensure the company meets/exceeds the Employer of Choice standard.

RESPONSIBILITIES

Health & Safety

Foster a work environment where Health & Safety is the team’s number one priority.

Protect their own health and safety by working in compliance with Section 28 of Ontario’s Occupational Health and Safety Act (OHSA) and with the safe operating policies and procedures established by the company which make up or written occupational health and safety program.

Consider health and Safety in every activity and fulfill the legal duty to report a contravention of the OHSA or the regulations, any workplace hazard or any defect in any equipment or protective device to the immediate supervisor or the employer.

Participate in and complete any required training programs and monthly safety talks.

Service Advisor

Handle sales and service over the telephone, with a strong focus on facilitating the best possible customer service.

Prepare and write up work orders for all sales and service transactions. Include all pertinent and detailed information regarding customer’s profiles and work assigned.

Present work order to the Tire Technicians and Automotive/Diesel Service Technicians.

For commercial locations, write up service calls and dispatch Tire Technicians to customer’s locations, time permitting pull corresponding inventory for the work order.

Monitor all service activities to ensure work is completed on a in a timely manner.

Invoice and sell all product and services once the work order is complete; process payment immediately.

Update customer profiles as needed.

Educate and inform customers on preventative maintenance and make necessary recommendations.

Complete customer quotes in costar and review deferred work, follow up as necessary.

Provide Assistant Store Manager and Store Manager with assistance/input concerning product selection and inventory levels for retail materials.

Communicate and review with Management competition pricing.

Maintain margins by selling at the prescribed retail pricing levels.

Participate in Team Member meetings and provide input regarding how systems and processes can be enhanced to provide better customer service.

Continually participate in sales and product training to ensure you keep up to date with the changes in the marketplace.

Support all other training requirements and initiatives.

Complete product adjustments, including manufacturer claim forms, on a timely basis. Complete administrative paperwork that supports day to day activities.

Maintain the customer waiting area, counter area, and public common areas (washrooms) in a clean manner.

Maintain product and service displays in a marketable and clean appearance. Receive inventory and product deliveries.

If required, assist with shuttling customers to and from destinations. Complete day ends/closing procedure as needed

Manage and oversee U-Haul rentals with customers (if applicable at your store location). All other duties assigned by Management, provided safe and within reason.

QUALIFICATIONS

Hard Skills/Education Required 

Customer Service Skills

Genuine desire to assist customers

Grade 12 Secondary School Diploma or equivalent Computer literate

Basic mechanical and tire understanding

Maintain a professional and clean appearance at all times.